State of Florida Statewide Emergency Communications E911 System Plan

D I V I S I O N O F T E L E C O M M U N I C A T I O N S State of Florida Statewide Emergency Communications E911 System Plan Rick Scott, Governor, State of Florida John P. Miles, Secretary, Department of Management Services

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN CONTENTS Section 1-8 Florida Emergency Communications Number E911 State Plan Section 9 County E911 Plans Appendix A Florida Statutes 365.171 through 365.175 Appendix B Inter-local Agreements Appendix C Five Year Plan Appendix D E911 Trouble Reporting Form Appendix E PSAP 911 Trunk Network

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN TABLE OF CONTENTS SECTION TITLE PAGE EXECUTIVE SUMMARY 6 1.0 INTRODUCTION 8 1.1 Historical Background 9 1.2 Plan Concepts 11 1.3 County E911 Plan 11 11 2.0 FLORIDA S E911 ORGANIZATIONAL STRUCTURE 11 2.1 Department of Management Services (DMS) 11 2.2 Statewide 911 Coordinator 12 2.3 Florida E911 Board 12 2.4 Board of County Commissioners 12 2.5 County 911 Coordinator 13 3.0 E911 SYSTEM FEATURES, DESIGN, AND REQUIREMENTS 14 3.01 Definitions 14 3.02 Public Safety Answering Point (PSAP) 14 3.1 Types of 911 Systems 15 3.1.1 Basic 911 (Type 1) 16 3.1.2 Basic 911 with Automatic Number Identification (ANI) (Type 2) 18 3.1.3 Basic 911 with ANI and ALI (also known as a Stand Alone Location Identification 18 System (SALI) (Type 3) 3.1.4 E911/Regulated Service Provider (Type 4) 18 3.1.4.1 Features 18 3.1.4.2 Routing 19 3.1.4.3 Automatic Number Identification (ANI) 20 3.1.4.4 Automatic Location Identification (ALI) 20 3.1.4.5 Selective Transfer 20 3.1.4.6 Fixed Transfer 20 3.1.4.7 Central Office Call Overflow 20 3.1.4.8 Alternate Routing 21 3.1.4.9 Default Routing 21 3.1.4.10 E911 Control Office/Central Office Reroutes 21 3.1.4.11 Wireless Considerations 21 3.1.4.12 Voice over Internet Protocol (VoIP) Considerations 22 3.1.4.13 Next Generation 911 (NG-911) Considerations 22 3.1.4.14 Satellite Phone Considerations 22 3.1.5 E911/County Controlled and Managed (Type 5) 22 3.1.6 Combination of E911 System Control and Management (Type 6) 23 3.1.7 Next Generation 911 (Type 7) 23 3.2 Technical and Operational Standards 23 3.2.1 Technical Standards 23 3.2.1.1 General System Criteria 23 3.2.1.2 Technical Standards for Type 2 Systems 26 3.2.1.3 Technical Standards for System Types 3, 4, and 5 26 3.2.2 Operational Standards 27 3.2.2.1 Direct Dispatch 27 3.2.2.2 Call Transfer 27 Revision Date: 10/18/2010 State of Florida E911 Plan Page # 1 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN 3.2.2.2.1 Voice Transfers 27 3.2.2.2.2 Voice and Data Transfers 28 3.2.2.2.3 Voice, Data, & Video 28 3.2.2.3 Call Relay 28 3.2.2.4 Call Referral 29 3.2.3 Operational Standards for E911 System Types 1 through 7 29 3.2.4 Operational Standards for E911 System Types 3, 4, and 5 30 3.3 E911 System Design 31 3.3.1 General Design Approach 31 3.3.2 System Design Criteria 32 3.3.2.1 Call taker Positions and Staffing 32 3.3.2.2 Telephone Grade of Service 33 3.3.2.3 Ring Time 33 3.3.2.4 Call Setup Time 33 3.3.2.5 Call Volume 33 3.3.2.6 Call Length 34 3.3.3 Telephone System Requirements 34 3.3.3.1 Primary System Components 34 3.3.4 Detailed System Design 35 3.3.4.1 Busy Hour Call taker Positions/Total Staff 35 3.3.4.2 Incoming Lines or Trunks 36 3.3.4.3 Transfer Lines 37 3.4 Other Equipment 37 3.4.1 Recording Devices 37 3.4.2 Instant Playback Recording 37 3.4.3 Teletypewriters (TTYs) Equipment 38 3.4.3.1 TTY Call Answering Requirements 38 3.4.4 Management Information Systems (MIS) 39 4.0 SYSTEMS DEVELOPMENT 40 4.1 PSAP Equipment 41 4.2 PSAP Consolidation 41 4.3 Security 41 4.3.1 PSAP Security Criteria 41 4.4 E911 Emergency Operations Plan 42 4.4.1 Backup Systems 43 4.4.2 Federal Contingency Planning 44 4.4.2.1 National Incident Management System 44 4.4.2.2 Pandemic Influenza 44 4.4.3 Telecommunications Service Priority 44 4.5 Database Development 45 4.6 Mapping Support Systems 48 4.6.1 Wireless Mapping Configurations 49 4.6.1.1 Type AA: CAD-Based Address Table 49 4.6.1.2 Type AB: Stand-alone Geo-Mapping System 49 4.6.1.3 Type AC: CPE Baseline Mapping System 49 4.6.1.4 Type AD: Fully-Integrated GIS 50 4.7 MSAG Considerations 50 4.8 Pay Phones 51 4.9 PABX Systems 51 4.10 VoIP PBX Systems 53 Revision Date: 10/18/2010 State of Florida E911 Plan Page # 2 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN 4.11 Alarms/Auto Dialers 54 5.0 PERSONNEL, TRAINING, OPERATIONS, & SYSTEM MANAGEMENT 54 5.1 County 911 Coordinator Position 54 5.2 Equipment Maintenance and Testing 56 5.3 Personnel Requirements 56 5.3.1 Staffing 57 5.4 Finance 57 5.4.1 County E911 Five-Year Plan 59 5.4.2 County Annual Financial Reports (CAFR) 60 5.4.3 Line Item Budget 60 5.4.4 Approve Vendors 60 5.4.5 Capital Outlay 60 5.4.6 E911 Fund Management & Carry Forward Funding 60 5.5 Training 61 5.5.1 911 Public Safety Telecommunicator Training and Certification Requirements 62 5.5.2 Quality Assurance Program 62 5.6 Database Management 63 5.7 PSAP Standard Operating Procedures (SOPs) 64 5.8 ADA Compliance and Training 66 5.9 Language Interpretation Service 67 5.10 Communications with PSAP & Agencies 68 5.11 Service Provider Relations 69 5.12 System Management & Improvement 69 5.13 Record Retention 69 5.14 Public Education & Awareness 70 6.0 FUNDING AND E911 FEES 71 6.1 E911 Fee 71 6.2 E911 Fee Distribution 72 6.2.1 Wireless Fee Distribution 72 6.2.2 Nonwireless Fee Distribution 73 6.3 Establishing a County Fund 74 6.4 Carry forward Funds 74 6.5 Excess Recovery of County Costs 75 6.6 Service Provider Considerations 75 6.7 Expenditures 75 6.8 Exemptions and Restrictions 77 6.9 911 Fee Revenue Priorities 77 7.0 DEPARTMENT OF MANAGEMENT SERVICES REQUIREMENTS 78 7.1 County E911 Plan Approvals 78 7.1.1 County E911 Plan Contents 78 7.1.2 County E911 Plan Approval 81 7.2 Major Additions to a County E911 System Approval 81 7.3 Instructions for PSAP Inspection 81 7.3.1 Inspection Checklist 82 7.3.2 Inspection Evaluation 82 7.4 Certificates of Compliance 83 7.5 Certification Checklist 83 Revision Date: 10/18/2010 State of Florida E911 Plan Page # 3 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN 8.0 TECHNOLOGICAL ADVANCEMENTS AND REGULATORY ISSUES 90 8.1 Introduction 90 8.1.1 Diverse Dynamics 90 8.1.2 Historical Information 90 8.1.3 Organization and Operations 90 8.1.4 APCO, NENA, CTIA, NASNA (Public Safety & Industry Groups) 91 8.1.5 Summary 91 8.2 Wireless Technology 91 8.2.1 Basic Wireless 91 8.2.2 Wireless Considerations 92 8.2.3 Phase I & II Enhanced Wireless Variables 92 8.2.3.1 Phase I 92 8.2.3.2 Phase II 92 8.2.4 WSPs/LECS 93 8.2.5 Wireless Trunking Solutions 93 8.2.5.1 Local Exchange Trunking 93 8.2.5.1.1 Inclusive Method (combined wireline and wireless trunks) 93 8.2.5.1.2 Exclusive Method (wireless trunks separate from wireline) 93 8.2.5.2 WSP Direct Trunking 94 8.2.5.3 Wireless IP Trunking 95 8.3 Regulatory/Legislative Issues 95 8.3.1 Florida Statute 365.171 through 365.175 95 8.3.1.1 Florida Statute 365.171 Emergency Communications Number State E911 Plan 95 8.3.1.2 Florida Statute 365.172 Emergency Communications Number E911 Act 96 8.3.1.3 Florida Statute 365.173 Emergency Communications Number E911 System Fund 96 8.3.1.4 Florida Statute 365.174 Proprietary and Confidential Business Information 97 8.3.1.5 Florida Statute 365.175 Emergency telephone number 911 private branch 97 exchange-private switch automatic location identification. 8.4 Federal Statutory Requirements 98 8.4.1 FCC Report & Order 94-102 98 8.4.2 Other FCC Report & Orders 99 8.4.3 Non-initialized Cell Phones 99 8.5 Florida E911 Board 99 8.5.1 Goals 100 8.5.2 Cost Recovery 100 8.5.3 Grants and Fund Distribution 100 8.5.4 Proprietary Information 100 8.6 Descriptions of Roles and Responsibilities 101 8.6.1 Role of the Counties and PSAPs 101 8.6.2 Role of the 911 Service Provider 102 8.6.3 The Role of WSPs 102 8.7 Wireless Technical Considerations 103 8.7.1 Non Call-Path Associated Signaling (NCAS) Solutions 103 8.7.2 Call-Path Associated Signaling (CAS) Solutions 103 8.7.3 Hybrid Call Routing 104 8.7.4 Phase II Location Technologies 104 8.7.4.1 How Wireless Location Solutions Work 104 8.7.4.2 How Handset Solutions Work 105 8.7.5 ANI Display Verses Calling Party Number (CPN) Placement 105 8.8 Wireless Implementation 105 8.8.1 WSP Guidelines 105 Revision Date: 10/18/2010 State of Florida E911 Plan Page # 4 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN 8.8.2 Initial Contact 106 8.8.3 Determine Wireless Network Configurations 106 8.8.4 Registered/Certified Letter 106 8.8.5 PSAP Customer Premise Equipment (CPE) Considerations 107 8.8.5.1 Potential Impacts to E911 CPE 107 8.8.5.2 Wireless Phase I Implementation 107 8.8.5.3 Trunks and Positions 107 8.8.5.4 ANI 108 8.8.5.5 ALI 108 8.8.5.6 Mapping 108 8.8.6 Phase II Capabilities 109 8.8.7 Contracts, Service Orders, and Documentation 109 8.8.8 Call-Handling Options 109 8.8.9 Data Collection and Database Maintenance 110 8.8.10 Data Collection Steps 110 8.8.11 Radio Frequency (RF) Coverage 111 8.8.12 Testing 112 8.8.12.1 Call-through Testing 113 8.8.13 Error Resolution and Misroutes 113 8.8.14 Training 113 8.8.15 Wireless Callers Location 113 8.8.16 Wireless ALI Confidence Factor 114 8.8.17 PSAP Wireless Testing Program 114 8.8.18 Wireless Rebid And Answering Procedures 114 8.9 Local Number Portability 114 8.10 Automatic Collision Notification (ACN) 115 8.11 Mobile Satellite Service Considerations 115 8.12 Level of Service 115 8.13 New Technologies 116 Revision Date: 10/18/2010 State of Florida E911 Plan Page # 5 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN EXECUTIVE SUMMARY The Florida Emergency Communications Number E911 State Plan (hereinafter referred to as the State E911 Plan) is a statewide plan for implementing, coordinating and maintaining Enhanced 911 1 (E911) services, thereby establishing the framework for a statewide emergency E911 communications system 2. It is the goal of the State E911 Plan to provide citizens with rapid direct access to public safety agencies by accessing 911, with an objective of reducing the response time to situations requiring law enforcement, fire, medical, rescue, and other emergency services. This comprehensive State E911 Plan includes mandatory requirements referenced in Florida Administrative Code Rule 60FF - 6. The State E911 Plan outlines the following: The roles, responsibilities, and requirements of the public agency emergency communications system for each entity of local government in Florida. A system, designed to meet specific local government requirements for public emergency communications agencies, which shall include law enforcement, firefighting, and emergency medical services and may include other emergency services such as poison control, suicide prevention, and emergency management services. Identification of interagency coordination and mutual aid agreements necessary to develop an effective E911 system. A funding provision that identifies the costs necessary to implement the E911 system. The passage of the Florida Emergency Communications Number E911 State Plan Act, Florida Statute 365.171, attached in Appendix A, mandated that the Department of Management Services (DMS) develop, implement and continually update a cohesive statewide plan for implementing the Emergency Communications Number E911. The Statute requires public emergency communications agencies for each entity of local government in all Florida counties to comply with the State E911 Plan. The key items in the Act are: DMS shall develop a statewide E911 Plan. All public safety agencies shall comply with the developed State E911 Plan. DMS shall adopt rules and regulations for implementing and coordinating the State E911 Plan, pursuant to Chapter 120. The Secretary of DMS (or his/her designee) shall be the Director of the Statewide Emergency Communications Number System. 1 set forth in Rule 60FF-6.001(2)(d) 2 set forth in Rule 60FF-6.001(1) Revision Date: 10/18/2010 State of Florida E911 Plan Page # 6 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN DMS shall approve all new or expanded E911 systems. The only emergency number published in Florida shall be 911. The State E911 Plan is divided into nine sections with an appendix: 1.0 INTRODUCTION - Section 1 reviews the background information, history, and objectives of Florida s 911 System. 2.0 FLORIDA S E911 ORGANIZATIONAL STRUCTURE Section 2 identifies the major public agencies, governments, personnel, and responsibilities involved with the State E911 system and State E911 Plan. 3.0 E911 SYSTEM FEATURES, DESIGN AND REQUIREMENTS - Section 3 provides information on the 911 system types, features, functions, operations, and capabilities of E911 systems. It includes design criteria and technical and operational standards for E911 systems. 4.0 SYSTEMS DEVELOPMENT - Section 4 outlines the development of E911 systems including database management and mapping for the E911 systems. 5.0 PERSONNEL, TRAINING, OPERATIONS, AND SYSTEM MANAGEMENT - Section 5 provides E911 system information and identifies the operational issues and requirements. 6.0 FUNDING AND E911 FEES - Section 6 provides detailed information on financing and funding issues for E911 systems. 7.0 DEPARTMENT OF MANAGEMENT SERVICES REQUIREMENTS - Section 7 details the State s requirements for E911 system planning, approval, and inspection and certification of Public Safety Answering Points (PSAPs). 8.0 ADVANCED TECHNOLOGY AND REGULATORY ISSUES - Section 8 provides information on wireless and advanced technology services and identifies regulatory issues affecting E911 systems. 9.0 COUNTY E911 PLANS - Section 9 provides individual plans for each of Florida s 67 counties. The Appendix contains resource documents including Florida Statutes 365.171 through 365.175, technical documents and examples. All county E911 systems shall conform to the mandatory provisions of Rule Chapter 60FF-6, Florida Administrative Code. The rule is published on the Florida E911 Website at URL: http://florida911.myflorida.com/. Revision Date: 10/18/2010 State of Florida E911 Plan Page # 7 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN All public agencies shall assist DMS in their efforts to carry out the intent of the State E911 Plan, and agencies shall comply with the developed plan 3 per Florida Statute 365.171 (10). Further, it is a requirement that each county assign an individual responsible for coordinating the E911 program within their county (a county 911 coordinator), who will serve as a single point of contact with DMS for E911 related issues. 4 1.0 INTRODUCTION It is the intent of the Legislature that the communications number, 911, be the designated emergency communications number. A public safety agency may not advertise or otherwise promote the use of any communications number for emergency response services other than 911. It is further the intent of the Legislature to implement and continually update a cohesive statewide E911 Plan for enhanced 911 services, which will provide citizens with rapid direct access to public safety agencies by accessing 911. A major objective of the State E911 Plan is to reduce the response time to situations requiring law enforcement, fire, medical, rescue, and other emergency services. The State of Florida is dedicated to providing a functional emergency communications number system serving citizens and visitors on a statewide basis. Passage of the Florida Emergency Telephone Number Act, Florida Statute 365.171, in 1974, and the publishing of 911 Emergency Telephone Number Plan, in 1976, as well as subsequent revisions, established the framework to make this goal a reality. The initial legislative goal was to establish Basic 911 operations statewide. This goal was achieved when the Basic 911 system in Lafayette County became operational on May 2, 1997. Florida s next goal was to provide E911 services statewide to better serve Floridians and visitors. This goal was achieved when the E911 system in Dixie County became operational on September 20, 2005. Legislation, passed in 1985, 1987, and 2007, established the wireline telephone access surcharge for E911. A wireless E911 surcharge was established in 1999, which mandates that issues of E911 planning and implementation be updated to reflect the status of the E911 program. This mandate includes planning for currrent, emerging and future technologies, such as, Next Generation E911 with Voice over Internet Protocol (VoIP) telephony, text and video features, and satellite accessibility. It furthermore mandates that direction be provided for implementation of present and future systems using state-of-the-art technologies. With these objectives in 3 set forth in Rule 60FF-6 4 set forth in Rule 60FF-6.004(3)(a) Revision Date: 10/18/2010 State of Florida E911 Plan Page # 8 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN mind, the State E911 Plan has been developed with the full cooperation and assistance of the E911 community in Florida. The task of implementing a statewide E911 system in Florida involves adapting to a wide diversity of situations. While Florida has a population in excess of 18 million, there are counties with populations of less than 15,000 people. Therefore, individual system designs involving one to multiple PSAPs require different approaches. In addition, Florida s E911 systems must be designed to accommodate the public safety needs of over 80 million visitors each year. Another factor contributing to the wide ranging approach to system design in Florida resulted from the deregulation of the telephone industry. Several counties in Florida have elected to install their own computers and 911 associated equipment to provide selective routing and Automatic Location Identification (ALI) to PSAPs. In these counties, local exchange carriers (LECs) provide the required circuits and Automatic Number Identification (ANI) to a designated location within the county. County personnel are responsible for maintaining the database with the help of periodic updates from the LECs. 1.1 Historical Background In 1974, the 911 program in Florida was initiated by passage of the Florida Emergency Telephone Act, Florida Statute 365.171. Based on the initial legislative mandate, DMS contracted with the Stanford Research Institute to produce a study of 911 possibilities in Florida. The result was the document titled 911 in Florida: A System Concept, published in August 1974. This report was a stepping-stone in preparing the original Florida 911 plan. Many concepts developed under this contract have been utilized by other states as well as the federal government. In developing the original 911 plan, engineers from DMS met with the Boards of County Commissioners of all 67 Florida counties to explain the program. In most counties, 911 committees were formed consisting of representatives from the various public safety agencies. Numerous meetings were held during which approaches were considered, and alternatives developed. Studies were prepared by DMS of various system configurations for county consideration. The result was a 911 system plan for each county, with the exception of Miami-Dade County, which was already planning an enhanced system that offered selective routing. The Miami-Dade system became a forerunner of an advanced E911 system. A historical discussion of 911 in Florida would be incomplete without mentioning funding. During the period of 1976 through 1982, the Florida Legislature appropriated funds to DMS that were used to assist counties in implementing 911 systems. These funds were distributed to the counties through grant applications to cover the Revision Date: 10/18/2010 State of Florida E911 Plan Page # 9 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN nonrecurring cost of establishing these early 911 systems. In 1985, legislation was passed that allowed counties to establish a fee of up to 50 cents on telephone access lines (wireline) for a period not to exceed eighteen (18) months. The fee was to provide for nonrecurring costs associated with 911 system start up. In 1989, the legislature extended the collection period to thirty-six (36) months. In 1987, the legislature greatly expanded the funding revenues by allowing recurring costs of 911 systems to be included in the fees on telephone access lines. For the first time, this provided operational costs from a source other than the county s general revenue fund. The legislature specified the items of equipment and services eligible for payment from these fees and stipulated that the total amount collected on wireline subscribers could not exceed 50 cents per month per line. In 1991, legislative changes removed the requirement for annual DMS approval of a county's recurring fee and specified that a fund be established exclusively for 911 fee revenues and expenditures. The changes also required that monies in the fund be used only for specified purposes and required an annual financial audit of the fund to be conducted and forwarded to DMS. In addition, it also provided for a yearly carry forward of funds, while more clearly defining those costs eligible for expenditure of 911 fee revenues. In 1999, 911 legislation was passed that addressed the rapidly expanding wireless industry and its effect on 911 systems. This legislation established a statewide fee of 50 cents per month for each wireless telephone billed within Florida, to be administered by a State Wireless 911 Board appointed by the Governor. In 2007, E911 legislation was passed to address the rapidly expanding communication services, including VoIP and next generation equipment and devices and their impact on E911 systems. This legislation changed the local option fee to a statewide fee of 50 cents per month on all communications capable of accessing E911 services within Florida and expanded the Wireless 911 Board to an E911 Board. The E911 local exchange fee in four counties, Duval, Lee, Pasco, and Volusia, was set at the counties lower option rate, because their E911 fee was set at a lower rate prior to July 1, 2007. The 2010 legislative changes concerning E911 redefined the term 911 public safety telecommunicators and expanded the 911 allowable expenditures list to include fees associated with the Department of Health (DOH) for the certification and recertification of 911 public safety telecommunicators (a public safety dispatcher or 911 operator), employed at a public safety answering point, whose duties and responsibilities include the answering, Revision Date: 10/18/2010 State of Florida E911 Plan Page # 10 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN receiving, transferring, and dispatching functions related to 911 calls or supervising or serving as the command officer to a person or persons having such duties and responsibilities. 1.2 Plan Concepts In developing the State E911 Plan, DMS and county 911 coordinators use a continuous process of information exchange with the appropriate representatives from local governments and the industry, thereby incorporating a true statewide approach to E911 system planning. Representatives from each of Florida's 67 counties and the 911 industry are involved in this process. The exchange of information assists in identifying new and innovative approaches to all aspects of the E911 system. In updating the State E911 Plan, two committees, comprised of county 911 coordinators and industry representatives, were formed to compile the necessary information for the successful implementation and operation of wireless and nonwireless E911. 1.3 County E911 Plan In preparing a county E911 Plan, content guidance is provided in Section 7.1.1 and format guidance should be derived from previous and similar county E911 plans. Additional resource documents include the Florida Emergency Communications Number E911 State Plan Act, Florida Statute 365.171, and the existing State E911 Plan. Entities of local government shall coordinate closely with Department of Management Services personnel in the development of their respective E911 systems. 5 County E911 Plans should be updated on a yearly basis or whenever modifications are made to the County E911 system. The County E911 Plans are included in Section 9 and are available on the Florida E911 Website at URL: http://florida911.myflorida.com/ on the Florida E911 Plan link. 2.0 FLORIDA S E911 ORGANIZATIONAL STRUCTURE 2.1 Department of Management Services (DMS) The Office of the Governor has direct authority over DMS, and the Secretary of DMS, or his or her designee, is designated as Director of the Statewide E911 system by Florida Statute 365.171(5). The Secretary s Office has varied duties and, as Director, has designated a Statewide 911 Coordinator to carry out the day-to-day activities of the E911 program. The Director reviews and maintains oversight of all actions taken by DMS and provides the final approval on all E911 related policy or fiscal matters. 5 set forth in Rule 60FF-6.003(1) Revision Date: 10/18/2010 State of Florida E911 Plan Page # 11 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN 2.2 Statewide 911 Coordinator The duties of the Statewide 911 Coordinator include the following: Review and make recommendations concerning county E911 plans Assist and make recommendations concerning E911 fees Maintain oversight of the PSAP inspection program Assist counties in establishing E911 programs Interface with the 67 county 911 coordinators Assist with legislative issues concerning E911 Conduct semiannual meetings with the 67 county 911 coordinators, i.e., State 911 Coordinator Group Consult, cooperate, and coordinate activities of the system with state, county, local, and private agencies in accordance with Florida Statute 365.171(5) 2.3 Florida E911 Board The Florida E911 Board (E911 Board) is established under Florida Statute 365.172, attached in Appendix A, to administer the fee imposed under Florida Statute 365.172(8), with oversight by DMS, including receiving revenues derived from the fee and distributing portions of such revenues to providers, counties, and DMS. The E911 Board accounts for receipts, distributions, and income derived by the funds maintained in the Emergency Communications Number E911 System Fund. It also provides annual reports detailing amounts collected and expended, the purposes for which expenditures have been made, and the statewide status of E911 service. In order to advise and assist DMS in carrying out the purposes of this section, the E911 Board, which shall have the power of a body corporate, shall have the powers enumerated in Florida Statute 365.172(6). 2.4 Board of County Commissioners The revenues derived from the E911 fee under Florida Statute 365.172 are distributed each month to counties per Florida Statute 365.172. The funds collected and interest earned are appropriated for E911 purposes by the county commissioners. The State E911 Plan establishes the Board of County Commissioners in each county as the responsible fiscal agent. 6 Although E911 operations may be ceded to some other official or agency, ultimate responsibility and authority within a county rests with the Board of County Commissioners. 6 set forth in Rule 60FF-6.004(1) Revision Date: 10/18/2010 State of Florida E911 Plan Page # 12 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN 2.5 County 911 Coordinator The State E911 Plan requires the Board of County Commissioners to designate a knowledgeable individual as its county 911 coordinator 7. Florida Statute 365.172(9)(b) authorizes use of the E911 fee to fully fund this position (funding is based on the percentage of full-time equivalent (FTE) used by the county 911 coordinator to manage the county s 911 system). This position is established under the State E911 Plan to function as a single point of contact between the county s Board of County Commissioners and DMS regarding E911 fiscal, technical, operational, and strategic planning issues. The county 911 coordinator must make critical infrastructure investment recommendations to the Board of County Commissioners. This individual must provide the expertise needed to ensure the county complies with all state and federal laws affecting E911 as well as carry out the directives of county s Board of County Commissioners. 8 The county 911 coordinator must implement countywide standards that meet or exceed those directed in the State E911 Plan. This individual must coordinate E911 infrastructure related activities among all emergency service agencies and equipment/service providers to ensure that the system performs smoothly, reliably, and efficiently in concert with statewide emergency communication objectives. This position must ensure the maintenance and functionality of the county s E911 system, on a 24 hours per day, seven days per week basis, thereby protecting the county from potential exposure to liability that might result from critical infrastructure failure. 9 For these reasons, it is recommended that the position of county 911 coordinator report directly to the county manager or assistant county manager. At this level of responsibility, immediate and direct access to county decision makers would help ensure that complex technical, operational, and other important details are correctly communicated. Inadvertent miscommunication of critical details to decision makers, through a third party, may adversely affect a county s ability to respond to emergency or disaster situations and/or comply with state and federal laws. The Board of County Commissioners shall notify the Statewide 911 Coordinator when a new county 911 coordinator has been designated. 10 The notification can be provided through an appointment letter, e-mail, or a copy of the County Board s meeting minutes approving the appointment. All contact information for the individual should be included with the appointment documentation. 7 set forth in Rule 60FF-6.004(3)(a) 8 set forth in Rule 60FF-6.004(3)(b) 9 set forth in Rule 60FF-6.004(3)(c) 10 set forth in Rule 60FF-6.004(3)(a) Revision Date: 10/18/2010 State of Florida E911 Plan Page # 13 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN 3.0 E911 SYSTEM FEATURES, DESIGN, AND REQUIREMENTS 3.01 Definitions The State E911 Plan recognizes the National Emergency Number Association (NENA) Master Glossary of 911 Terminology, except where definitions are provided in the State E911 Plan. The State E911 Plan refers extensively to the various service features known collectively as Basic and E911. Term Definition 11 Basic 911 An emergency telephone system which automatically connects 911 callers to a designated answering point. Call routing is determined by originating central office only. Basic 911 may or may not support ANI and/or ALI. Enhanced 911 12 A telephone system which includes network switching, data base and Public Safety Answering Point premise elements capable of providing automatic location identification data, selective routing, selective transfer, fixed transfer, and a call back number. The term also includes any enhanced 9-1-1 service so designated by the Federal Communications Commission in its Report and Order in WC Docket Nos. 04-36 and 05-196, or any successor proceeding. 3.02 Public Safety Answering Point (PSAP) 13 A public safety agency 14 answering point receives incoming 911 calls and dispatches appropriate public safety agencies to respond to the calls. One of the basic terms in the State E911 Plan is a Public Safety Answering Point (PSAP). There are a number of different types of PSAPs recognized in the State E911 Plan: A primary PSAP is an answering point that has 911 calls routed directly from an E911 control office, 911 selective router, or directly from the service providers. 15 A secondary PSAP receives 911 calls transferred from a primary PSAP for the purpose of handling public safety agency calls. A secondary PSAP receives transfers of the voice, ANI, and ALI data for 911 calls from primary PSAPs. 16 11 Definitions provided from the National Emergency Number Association (NENA) Master Glossary of 9-1-1 Terminology (NENA -00-001, Version 13a, June 3, 2010), published at URL: http://www.nena.org/standards/master-glossary 12 set forth in Rule 60FF-6.001(2)(d) 13 set forth in Rule 60FF-6.001(2)(f) 14 Public safety agency means a functional division of a public agency, which provides firefighting, law enforcement, medical, or other emergency services. 15 set forth in Rule 60FF-6.001(2)(f)(1.) 16 set forth in Rule 60FF-6.001(2)(f)(2.) Revision Date: 10/18/2010 State of Florida E911 Plan Page # 14 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN A backup PSAP is a disaster recovery PSAP serving as a backup to a primary, which is not located at the primary PSAP. Secondary PSAPs may also utilize the backup, but it is designed to serve as backup to a primary PSAP. A consolidated PSAP is a facility in which one or more public safety agencies operate as a single 911 entity. A co-located PSAP is a facility in which one or more answering points operate as individual PSAPs within the same facility. Note: For purposes of reporting in the county s E911 plan, answering points that are co-located should be listed under the co-located facility name. All primary and secondary PSAPs should be individually identified under the co-located facility name. All other primary, secondary, backup, and consolidated PSAPs should be identified separately by individual PSAP designation. 3.1 Types of 911 Systems The State E911 Plan describes all county 911 systems in Florida by Types 1 through 7. Presently all 67 counties in Florida provide E911 as well as Phase I and Phase II services of either Type 4, 5, or 6. Explanations of Types 1, 2, and 3 are included for historical reference and to define available system contingency features. Type 7 is defined for future reference, as it will be the next evolutionary step in system development implemented. The order does not indicate preference or progressive ranking. There are seven types of 911 systems presently operating in the various counties of Florida: Type 1 Basic 911 with Voice Only Type 2 Basic 911 with Automatic Number Identification (ANI) Type 3 Basic 911 with Automatic Number Identification (ANI) and Automatic Location Identification (ALI) (also known as a Stand Alone Location Identification System (SALI)) Type 4 Enhanced 911 provided by the regulated service provider(s), which includes selective routing, alternate routing, default routing, ANI, ALI, and selective transfer Type 5 Enhanced 911 in which the regulated service provider(s) make(s) available ANI and customer service records for ALI (i.e., County owned and controlled equipment provides ALI and selective Revision Date: 10/18/2010 State of Florida E911 Plan Page # 15 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN transfer, selective routing, alternate routing, and default routing is provided by the regulated service provider and/or the county.) Type 6 A combination of types 4 and 5 provides a blended provision of E911 features by both the service provider(s) and the county or consortium of counties or providers, e.g., Wireline E911 provided by regulated service provider and wireless 911 provided by the county(s) Type 7 Next Generation 911 (NG-911) Service utilizing broadband that may provide elements of voice, text, data and/or video E911 services 3.1.1 Basic 911 (Type 1) A basic 911 system enables a citizen to dial 911 and be connected to a designated PSAP through dedicated 911 trunks or the Public Switched Telephone Network (PSTN). Selective routing, ANI, or ALI features are not used by a Type 1 system. However, several options are available that can provide additional features, thus increasing the effectiveness of a basic system. BASIC 911 FEATURES DESCRIPTION Called-party hold Emergency ring back Called-party hold enables the 911 PSAP to hold a connection through the local central office by remaining in an off-hook condition. The connection is held regardless of the status of the originating party's switch-hook. This feature permits manual call traces. It is available only when direct trunks (not tandem routing) are employed. Emergency ring back enables the 911 call taker to hold and ring back the calling party after the calling party has hung up. It requires direct trunking and calledparty hold as necessary prerequisites. Idle-trunk tone application Idle-trunk tone application enables the 911 call taker to determine whether the calling party hung up before the call was answered. This feature is independent of the trunking network. Revision Date: 10/18/2010 State of Florida E911 Plan Page # 16 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN Switch-hook status Switch-hook status enables the 911 call taker to determine whether the caller is on the line, but unable to speak, or has hung up. It requires direct trunking through metallic facilities. Forced disconnect Forced disconnect enables automatic release of a 911 trunk upon disconnect by the 911 call taker, independent of the calling party's switch-hook. It is designed to enable the 911 PSAP to avoid tie up of the incoming 911 lines. It is independent of trunking network. Visual Originating Central Office Identification The 911 call taker s console has a separate lamp for each incoming 911 line. This allows identification of the telephone central office where the call originates. This feature is not available if an automatic call distributor (ACD) or tandem trunking is used. Dedicated 911 Trunking Dedicated 911 trunks are overlaid in the PSTN from a telephone local serving central office through the network to the PSAP. Dedicated trunks transport 911 calls only and are provided in a quantity to ensure a very high probability of call delivery to the PSAP. Basic 911 systems are limited because telephone central office and wireless coverage areas seldom coincide with public safety agency jurisdictional areas. The system designer selects a particular group of telephone central offices with geographical coverage areas that best approximate the jurisdictional area to be covered by the PSAP. Inevitably, there will be overlaps with other counties and operating telephone companies. Conversely, other counties will have central office areas encroaching in the opposite direction. This requires calls in the overlap area to be transferred or relayed to the responsible public safety agency. These scenarios require transferring or relaying calls in the overlap areas to the responsible public safety agency, which is not recommended because it creates increased response times and the possibility of errors. Although there are no longer any designed Basic 911 systems in Florida, most of the Basic 911 features remain an inherent part of Type 4 through Type 7 as a possible routing or contingency option, e.g., routing or transfer to a ten-digit telephone number, alternate routing, and default routing. Revision Date: 10/18/2010 State of Florida E911 Plan Page # 17 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN 3.1.2 Basic 911 with ANI (Type 2) Basic 911 systems can be upgraded by adding the ANI 17 feature. The ANI signal is transmitted with the call, and the caller s telephone number is displayed immediately at the PSAP. With the added ANI feature, the PSAP has the ability to return a call or call back, if necessary, and better identify the location of the call through external reference sources. 3.1.3 Basic 911 with ANI and ALI (also known as a Stand Alone Location Identification System (SALI) (Type 3) ALI 18 provides an automatic display at the PSAP of the calling party s telephone number, the address or location of the telephone number, and, possibly, additional supplementary information. ALI may supply the PSAP call taker with the following, plus other options available by the service provider. Basic 911 systems with ANI and ALI fall just short of E911 due to the lack of selective routing. The systems are often called Stand Alone Location Identification, or SALI, systems and are selected by small- to medium-sized counties due to their reduced cost as compared to an enhanced system. SALI systems consist of an on-premise computer at the PSAP that stores the ALI database, which is developed and periodically updated by the local exchange company. The frequency of the update is determined by the county. Day-to-day management of the database is the responsibility of the county 911 coordinator. Such a system usually provides an ANI/ALI display screen, which has extra field space for entering ancillary information. Such information may provide a caller s location, medical information, description of possible hazardous materials, etc. 3.1.4 E911/Regulated Service Provider (Type 4) 3.1.4.1 Features Type 4 E911 systems include ANI, ALI, and selective routing and transfer capabilities. County systems in which these features are provided through system components managed and controlled by the regulated telephone companies are designated as Type 4 systems. More specifically, in a Type 4 system, the regulated telephone company (service provider) provides and maintains the E911 control office/selective router, the ALI database and 17 set forth in Rule 60FF-6.001(2)(b) 18 set forth in Rule 60FF-6.001(2)(a) Revision Date: 10/18/2010 State of Florida E911 Plan Page # 18 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN retrieval systems. The PSAP Customer Premises Equipment (CPE) 19 may be provided by either the telephone company service provider or the county. 3.1.4.2 Routing Selective, alternate, and default routing are 911 call routing methods that use an E911 control office/selective router to send calls to the appropriate PSAP based on the location of the caller. They are considered the most important features of an E911 system. Basic 911 systems have an inherent disparity between central office/tandem/lec boundaries and public safety agency jurisdictional boundaries. Selective routing overcomes this problem by routing calls to appropriate PSAPs based on the caller s telephone number (ANI) and its associated Emergency Service Number (ESN). The ESN designates a specific geographical area having a unique combination of law enforcement, fire, and medical response agencies. Alternate routing provides call handling at a preselected PSAP, when the identified primary PSAP is incapable of handling traffic due to being too busy or offline. Default routing is the capability of routing the 911 call to a pre-designated default PSAP, when the 911 call cannot be selectively routed due to ANI failure or unavailable ALI. The introduction of selective routing was a significant breakthrough for the 911 program in Florida and the nation. Historically, a major barrier in establishing 911 programs in many Florida counties was eliminated with selective routing, which enabled each sheriff's department, law enforcement department, etc., to primarily receive calls only from within its own jurisdiction. E911 Control Office/Selective Routers can be inter-connected by telephone service providers to allow interswitch transfer of 911 calls between neighboring county systems and PSAPs. County selective routers can be inter-connected to provide the transfer of 911 calls between neighboring county systems and PSAPs. Each telecommunications device, capable of accessing 911 in the county, is electronically tagged with an ESN, which designates a geographic area and its associated unique combination of responsible law enforcement, fire, or EMS agencies. Each ESN defines the primary PSAP to which the call is to be selectively routed. 19 Customer Premises Equipment (CPE) including communications or terminal equipment located at a PSAP for 911 call processing and answering. As set forth in Rule 60FF-6.001(2)(c) Revision Date: 10/18/2010 State of Florida E911 Plan Page # 19 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN 3.1.4.3 Automatic Number Identification (ANI) An E911 system receives the ANI signal with the call, and the caller s telephone number is displayed immediately (in a ten-digit telephone number format) at the PSAP. 3.1.4.4 Automatic Location Identification (ALI) ALI provides the PSAP with an automatic display of the calling party s telephone number, address or location of the telephone number, and potentially additional supplementary information. As previously defined, ALI may supply the PSAP call taker with the following: Telephone subscriber's name Telephone subscriber's service address and other location information Emergency Service Number (ESN) Law enforcement agency Fire department EMS rescue agency Class of service Other optional features may be made available by the service provider, such as, vendor codes, pseudo ANI (pani), mapping, special needs, longitude and latitude, etc. 3.1.4.5 Selective Transfer This selective routing feature enables the call taker to automatically transfer an incoming call to a specific response agency by pressing a single button, which is designated as law enforcement, fire, or medical. This feature uses the ESN of the calling telephone number to route the call transfer. 3.1.4.6 Fixed Transfer Fixed transfers may be accomplished by using pre-programmed speed dial lists. 3.1.4.7 Central Office Call Overflow This feature allows 911 calls to be routed to an alternate network, e.g., operator services systems for 911 overflow calls resulting from busy conditions or E911 facility interruptions between the central office and E911 control Revision Date: 10/18/2010 State of Florida E911 Plan Page # 20 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN office/selective routers. This function may be dependent upon county requirements and/or service provider capabilities. 3.1.4.8 Alternate Routing In tandem routing systems, alternate routing represents the capability of automatically rerouting 911 calls to a designated alternate location, if all 911 trunks to the primary PSAP are busy or out of service. This may also be activated upon request, when E911 equipment fails or the PSAP itself is disabled. All counties shall have established alternate routes in place to ensure continuance of operations for all services provisioning. 20 3.1.4.9 Default Routing When an incoming 911 call cannot be selectively routed due to an ANI failure, default call routing switches the 911 call to a pre-designated PSAP. This feature may be used to transfer calls between PSAPs, cities, and counties and from county-to-county. 3.1.4.10 E911 Control Office/Central Office Reroutes Upon request, service providers can temporarily reroute calls from the normal PSAP routing destination to other PSAPs, agencies, or ten-digit telephone number groups. This involves an activation request to the service provider. A reroute activation may occur due to 911 PSAP equipment failure, E911 network failure, or a PSAP building being disabled or threatened. Reroute plans are normally pre-established or developed upon demand. All counties shall have established reroute plans in place to ensure continuity of operations. 21 3.1.4.11 Wireless Considerations County 911 coordinators are reminded that handling 911 calls from wireless phones and devices must meet all requirements of the Federal Communications Commission (FCC) General Rules, Orders, and Mandates (especially as applies to FCC Mandate 94-102 for Phase 1 and Phase II wireless E911, which is published at URL http://www.fcc.gov/cgb/dro/e911tty.html. Wireless calls should provide criteria information as to call location accuracy; e.g. confidence factors. 20 set forth in Rule 60FF-6.005(4)(b) 21 set forth in Rule 60FF-6.005(4)(c) Revision Date: 10/18/2010 State of Florida E911 Plan Page # 21 Return to TOC

FLORIDA EMERGENCY COMMUNICATIONS NUMBER E911 STATE PLAN 3.1.4.12 Voice-over-Internet Protocol (VoIP) Considerations Over time, VoIP 911 calls may/will contain elements of voice, data/text, and video originating from many types of digital devices over Internet Protocol (IP) networks. (Recommendations will be attached in an Appendix when established.) 3.1.4.13 Next Generation 911 (NG-911) Considerations NG-911 standards are currently under development. (When complete the requirements and recommendations will be incorporated in a future State E911 Plan update when established by rule.) 3.1.4.14 Satellite Phone Considerations This feature will allow for the comprehensive handling of satellite phones that are presently used only in very rural areas of the country and in limited scope. Use of these devices will increase as technology improvements reduce subscriber costs. 3.1.5 E911/County Controlled and Managed (Type 5) County 911 systems in which the E911 features are provided through major system components owned, managed and controlled by the county are designated as Type 5 systems. The regulated service provider supplies the voice network, ANI, and customer service records for the population on the ALI database. The PSAP CPE may be provided by either the telephone company or the county in a Type 5 system. Type 4 and Type 5 systems provide the same set of E911 features. What distinguishes the two is the fact that the selective router and/or the ALI Database Management System (DBMS) and retrieval systems of Type 5 E911 systems are owned, managed, and controlled by the county. Although a Type 5 system s CPE may be provided by the telephone company or the county, if county-owned, the regulated service provider supplies the county with the voice network, ANI, and customer service records with which to populate the county s ALI database. To establish a Type 5 E911 database, the county and the telephone company service provider(s) enter into a contractual agreement or tariff service agreement for the telephone company to provide customer records to the Revision Date: 10/18/2010 State of Florida E911 Plan Page # 22 Return to TOC